U.S. patent number 6,845,148 [Application Number 09/728,195] was granted by the patent office on 2005-01-18 for utilities module for proactive maintenance application.
This patent grant is currently assigned to BellSouth Intellectual Property Corporation. Invention is credited to Elizabeth Ann Beamon.
United States Patent |
6,845,148 |
Beamon |
January 18, 2005 |
Utilities module for proactive maintenance application
Abstract
Methods and systems of managing proactive maintenance tasks for
a telephone system local loop. One embodiment includes predicting
local loop proactive maintenance tasks, storing local loop
proactive maintenance tasks, and searching the tasks using at least
one search criteria. The at least one search criteria could include
at least one of Proactive Maintenance Application number, Trouble
Ticket Number, area code, status, Wire Center, district, manager,
and supervisor. The at least one search criteria could also include
at least one of technician, date, address, description, technician
narrative, disposition code, priority, intermediate status code,
work code, authorization, cable, and line pair. The embodiment also
permits sorting and editing the local loop proactive maintenance
tasks. The tasks may be sorted using at least one sort criteria The
at least one sort criteria could include at least one of Proactive
Maintenance Application number, Trouble Ticket Number, area code,
status, Wire Center, district, manager, and supervisor. The at
least one sort criteria could also include at least one of
technician, date, address, priority, status code, work code, and
authorization. The embodiment may further edit the local loop
proactive maintenance tasks using at least one edit criteria, the
edit criteria including at least one of wire center, district,
priority, date, work code, manager, supervisor, technician,
maintenance center, authorization, address, and work
description.
Inventors: |
Beamon; Elizabeth Ann
(Kannapolis, NC) |
Assignee: |
BellSouth Intellectual Property
Corporation (Wilmington, DE)
|
Family
ID: |
33567038 |
Appl.
No.: |
09/728,195 |
Filed: |
November 30, 2000 |
Current U.S.
Class: |
379/9.02;
379/15.03; 379/32.01; 379/9; 379/9.03; 379/9.04 |
Current CPC
Class: |
H04M
3/2254 (20130101); H04M 2203/051 (20130101); H04M
2201/38 (20130101) |
Current International
Class: |
H04M
1/24 (20060101); H04M 3/22 (20060101); H04M
3/08 (20060101); H04M 001/24 (); H04M 003/08 ();
H04M 003/22 () |
Field of
Search: |
;379/9,9.01,9.02,9.03,9.04,9.06,14,15.01,15.02,15.03,32.01,32.02,32.04,201.12,201.03,27.01 |
References Cited
[Referenced By]
U.S. Patent Documents
|
|
|
5790633 |
August 1998 |
Kinser, Jr. et al. |
5953389 |
September 1999 |
Pruett et al. |
6353902 |
March 2002 |
Kulatunge et al. |
6446123 |
September 2002 |
Ballantine et al. |
6614882 |
September 2003 |
Beamon et al. |
|
Primary Examiner: Tran; Quoc
Attorney, Agent or Firm: Cantor Colburn LLP
Parent Case Text
CROSS-REFERENCE TO RELATED APPLICATIONS
This application claims the benefit of U.S. Provisional Application
No. 60/212,207, filed Jun. 16, 2000.
Claims
What is claimed is:
1. A method of managing proactive maintenance tasks for a telephone
system local loop, the method comprising: storing local loop
proactive maintenance tasks; searching the tasks using at least one
search criteria; permitting deletion of proactive maintenance tasks
if said proactive maintenance task has not been sent to a
technician dispatch module which dispatches proactive maintenance
tasks to technicians; permitting exclusion of proactive maintenance
tasks if said proactive maintenance task has been sent to said
technician dispatch module.
2. A method of managing proactive maintenance tasks according to
claim 1, further comprising predicting local loop proactive
maintenance tasks.
3. A method of managing proactive maintenance tasks according to
claim 1, wherein the at least one search criteria includes at least
one of Proactive Maintenance Application number, Trouble Ticket
Number, area code, status, Wire Center, district, manager, and
supervisor.
4. A method of managing proactive maintenance tasks according to
claim 1, wherein the at least one search criteria includes at least
one of technician date, address, description, technician narrative,
disposition code, priority, intermediate status code, work code,
authorization, cable, and line pair.
5. A method of managing proactive maintenance tasks according to
claim 1, further comprising sorting the tasks using at least one
sort criteria.
6. A method of managing proactive maintenance tasks according to
claim 5, wherein the sort criteria includes at least one of
Proactive Maintenance Application number, Trouble Ticket Number,
area code, status, Wire Center, district, manager, and
supervisor.
7. A method of managing proactive maintenance tasks according to
claim 5, wherein the sort criteria includes at least one or
technician, date, address, priority, status code, work code, and
authorization.
8. A method of managing proactive maintenance tasks according to
claim 1, further comprising editing the local loop proactive
maintenance tasks using at least one edit criteria, the edit
criteria including at least one of wire center, district, priority,
date, work code, manager, supervisor, technician, maintenance
center, authorization, address, and work description.
9. A method of managing proactive maintenance tasks according to
claim 1, further comprising acquiring cable and line pair
information associated with the local loop proactive maintenance
tasks.
10. A method of managing proactive maintenance tasks according to
claim 1, further comprising generating work order information
describing the local loop proactive maintenance tasks.
11. A method of managing proactive maintenance tasks according to
claim 1, further comprising dispatching the local loop proactive
maintenance tasks.
12. A method of managing proactive maintenance tasks according to
claim 1, further comprising adding additional local loop proactive
maintenance tasks to the stored tasks.
13. A method of managing proactive maintenance tasks according to
claim 1, further comprising communicating with a communications
network and acquiring information associated with a loop
Maintenance Operating System.
14. A method of managing proactive maintenance tasks according to
claim 1, further comprising searching pending proactive maintenance
tasks.
15. A method of managing proactive maintenance tasks according to
claim 1, further comprising generating summary reports describing
the tasks.
16. A system configured for predicting proactive maintenance of a
telephone system local loop, the system comprising: at least one of
a Dynamic Network Analyzer module and a Loop Facilities and Control
System module, the Dynamic Network Analyzer module communicating
with a communications network and acquiring information associated
with a Dynamic Network Analyzer, the Loop Facilities and Control
System module communicating with the communications network and
acquiring information associated with a Loop Facilities and Control
System; a database stored in memory, the database storing the
acquired information; a processor capable of processing information
stored in the database and of generating predicted proactive
maintenance; and a Utilities module for managing the predicted
proactive maintenance, said managing including; storing local loop
proactive maintenance tasks; searching the tasks using at least one
search criteria; permitting deletion of proactive maintenance tasks
if said proactive maintenance task has not been sent to a
technician dispatch module which dispatches proactive maintenance
tasks to technicians; permitting exclusion of proactive maintenance
tasks if said proactive maintenance task has been sent to said
technician dispatch module.
17. A computer program product for proactively maintaining a
telephone system; comprising: a computer-readable medium; and a
Utilities module stored on the medium, the Utilities module
managing local loop proactive maintenance tasks, said managing
including; storing local loop proactive maintenance tasks;
searching the tasks using at least one search criteria; permitting
deletion of proactive maintenance tasks if said proactive
maintenance task has not been sent to a technician dispatch module
which dispatches proactive maintenance tasks to technicians;
permitting exclusion of proactive maintenance tasks if said
proactive maintenance task has been sent to said technician
dispatch module.
Description
NOTICE OF COPYRIGHT PROTECTION
A portion of the disclosure of this patent document and its figures
contain material subject to copyright protection. The copyright
owner has no objection to the facsimile reproduction by anyone of
the patent document or the patent disclosure, but otherwise
reserves all copyrights whatsoever.
BACKGROUND OF THE INVENTION
1. Field of the Invention
This invention generally relates to methods for predicting
proactive maintenance and, more particularly, to methods and
systems for predicting proactive maintenance of the Public Switched
Telephone Network.
2. Description of the Related Art
Residential and business telephone customers are connected to
telephone systems by copper cables, copper wires, and even fiber
optic cables. The copper cables and wires, for example, are the
familiar one or more telephone lines running throughout nearly
every home in the United States. Fiber optic cables are
increasingly used to carry voice and data between metropolitan
areas and between business locations. Because copper cable, copper
wire, and even fiber optic cable connects nearly all homes and
businesses to the telephone system, the Public Switched Telephone
Network is a massive network composed of billions of copper cables,
copper wires, and fiber optic cables. These cables and wires must
be maintained to provide superior telephone service to the
customer.
Copper cable and wire, however, are known to deteriorate and to
degrade service. Copper cable and wire suffers from exposure to
ozone, summer heat, winter cold, and water. Copper cables and wires
are often strung from telephone poles, buried underground, and
installed within the walls and floors of buildings. This
environmental exposure is acute in older buildings and
neighborhoods where the telephone lines were installed twenty-five
(25) to fifty (50) years ago. Copper cables and wires, in fact, are
known to deteriorate at approximately twelve percent (12%) to
fifteen percent (15%) per year. The public telephone system, with
its billions of copper telephone lines, requires a structured,
proactive maintenance plan to ensure telephone customers receive
the highest quality telephone service available in the market.
Fiber optic cable must also be maintained. Although the fiber optic
cables are often routed within a protective conduit, this conduit
may crack with seasonal freezing and thawing. These cracks allow
water to seep into the conduit, and water affects the
transmissibility of light along the fiber optic cable. Older fiber
optic cable may have higher attenuation or even cable breaks. Even
something as small as a kink in the fiber may cause unacceptably
high optical losses. Thus, the public telephone system's increasing
use of fiber optic cables requires a structured, proactive
maintenance plan to ensure the highest quality telephone
service.
Telephone service providers, however, are challenged when
monitoring and tracking proactive maintenance procedures. Currently
proactive maintenance is assigned, dispatched, and tracked in a
manual environment. Management relies upon individual experience to
determine when, and where, proactive maintenance is performed.
Management recommends proactive maintenance, and management's
recommendation funnels down to supervisors. Supervisors manually
write work orders describing the proactive maintenance procedures.
These work orders are then assigned to field technicians. The field
technician performs the proactive maintenance and then informs the
supervisor. The supervisor completes a ticket describing the
completed work order, and the ticket funnels back up to management.
This manual process is slower than desired, and management would
prefer a rapid response to customer requests.
Individual experience and style also influence proactive
maintenance efforts. Some managers strongly believe in proactive
maintenance. Other managers are less familiar with proactive
maintenance. Telephone customers, as a result, often have differing
experiences in quality and service. Some managers know immediately
what copper cables and wires are operational and ready for customer
use. Other managers have a backlog of repairs and require more time
to learn what lines are functioning. This varied management style
reduces the ability of telephone companies to execute a unified,
customer service plan.
The manual environment also does not adequately prioritize
proactive maintenance. A manager may often have a backlog of
proactive maintenance work order. This backlog may be assigned
without a focus on the core importance of customer service. A
technician, for example, may be assigned to paint a
graffiti-covered crossconnect box, even though some customers are
without telephone service. The manual environment too easily allows
technician efforts to be mistakenly assigned to lower-priority
repair work.
The manual environment also hampers bulk repair efforts. Because
the manual environment does not collect and track repair work,
managers and technicians have little knowledge of other repair
efforts. One technician may be dispatched to a location to repair a
single copper cable, and the next day another technician may be
dispatched to the same location to repair another copper cable. A
single technician, however, could have repaired both copper cables
in a single assignment. Bulk repair is especially important when we
remember there may be thousands of copper cables branching from the
crossconnect boxes. The manual environment hinders managers from
assigning and tracking bulk copper cable repairs to avoid
unnecessary labor costs.
The manual environment also inadequately measures technician
proficiency. Although some technicians can repair many copper
cables in a few hours, other technicians may not be as efficient
and may require more time. The manual environment simply counts the
number of work orders a technician completed. The manual
environment cannot monitor what really matters to internal
customers; that is, the actual number of copper cables repaired by
the technician. The manual environment, then, cannot monitor
technician efficiency and cannot objectively measure technician
performance. The manual environment fails to objectively reward
technicians for their actual efforts.,
There is, accordingly, a need in the art for methods and systems
for predicting proactive maintenance of the Public Switched
Telephone Network. These methods and systems will preferably
monitor and track proactive maintenance procedures, reduce the
influence of erratic management styles and beliefs, prioritize and
assign bulk proactive maintenance procedures, and objectively
measure technician proficiency.
BRIEF SUMMARY OF THE INVENTION
The aforementioned problems are reduced by a Proactive Maintenance
Application. The Proactive Maintenance Application comprises a
system that may be implemented in a computer program. The Proactive
Maintenance Application acquires information representing many
different departments, disciplines, and operations. The Proactive
Maintenance Application, for example, may acquire one, or more, of
the following types of information: engineering information,
customer information, maintenance information, service information,
and even real-time process information. The Proactive Maintenance
Application acquires information and then combines the information
to predict and to prioritize proactive maintenance procedures. Once
the Proactive Maintenance Application predicts and prioritizes the
proactive maintenance procedures, the Proactive Maintenance
Application may even have another feature that creates and
dispatches work orders. These work orders describe the proactive
maintenance procedures that should be performed. Still another
optional feature assigns the work orders to a particular
technician. The technician receives the work orders and performs
the predicted proactive maintenance procedures.
The Proactive Maintenance Application may be utilized for one or
more functions. The Proactive Maintenance Application may monitor
proactive maintenance, may assign proactive maintenance, and may
track proactive maintenance. Because the Proactive Maintenance
Application collects information from various departments and
operations, one advantage is that the Proactive Maintenance
Application provides a centralized database for proactive
maintenance. The Proactive Maintenance Application may also be used
to monitor the condition of equipment and facilities and predict
what proactive maintenance should be performed. The Proactive
Maintenance Application may also generate work orders describing
the predicted proactive maintenance and then track the progress and
completion of the work order. The Proactive Maintenance Application
may even automatically update the centralized database so that
management has a complete, accurate view of equipment and
facilities.
The Proactive Maintenance Application may also be utilized to
assign proactive maintenance in bulk. Bulk repairs reduce labor
costs and improve revenue. Because the Proactive Maintenance
Application monitors information from many departments, the
Proactive Maintenance Application can assign a single technician to
perform many overlapping repairs. The Proactive Maintenance
Application can even identify what specialized skills and equipment
will be needed to complete a repair and, once identified, assign
those technicians that have the needed skills and equipment. The
Proactive Maintenance Application may thus advantageously reduce
labor costs by reducing redundant technician dispatches. Bulk
repairs also quickly provide more facilities for more customers
and, thus, more revenue for the company.
It should be understood that the foregoing description of the
Proactive Maintenance Application system is intended to provide an
overview of the many separate inventions encompassed therein. Each
of the separate inventive features of the Proactive Maintenance
Application system is described in more detail below.
BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE DRAWINGS
These and other features, aspects, and advantages of the mobile
re-radiating antenna are better understood when the following
Detailed Description of the Invention is read with reference to the
accompanying drawings, wherein:
FIG. 1 is a block diagram showing the Proactive Maintenance
Application residing in a computer system;
FIG. 2 is a block diagram of a communication network representing
the operating environment for the Proactive Maintenance
Application;
FIG. 3 is a block diagram showing one embodiment of the Proactive
Maintenance Application;
FIGS. 4A and 4B are diagrams illustrating a local loop of the
Public Switched Telephone Network;
FIG. 5 is a block diagram showing an alternative embodiment of the
Proactive Maintenance Application;
FIG. 6 is a block diagram of the Dynamic Network Analyzer Module
104 shown in FIG.
FIG. 7 is a block diagram of the Loop Facilities and Control System
Module 106 shown in FIG. 5;
FIG. 8 is a functional block diagram of an alternate embodiment of
the Loop Facilities and Control System Module 106 shown in FIG.
5;
FIG. 9 is a functional block diagram of the Technician Dispatch
Module 108 shown in FIG. 5;
FIG. 10 is a functional block diagram of an alternate embodiment of
the Technician Dispatch Module 108 shown in FIG. 5;
FIG. 11 is a table of available management routines in the
Utilities module (shown as reference numeral 110 in FIG. 5);
FIG. 12 is a graphical representation of "Search Criteria" fields
in the Utilities module;
FIG. 13 is a graphical representation of "Sort Order" fields in the
Utilities module;
FIG. 14 is a graphical representation of data from the Proactive
Maintenance Application;
FIGS. 15-18 are graphical representations further describing
additional user-selected functions shown in FIG. 14;
FIG. 19 is a graphical representation of the "Edit" function shown
in FIG. 14;
FIG. 20 is a graphical representation of the "Print" function shown
in FIG. 14;
FIG. 21 is a graphical representation of the "Add Routine" option
shown in FIG. 11;
FIG. 22 is a graphical representation of the "Delete Routine"
option shown in FIG. 11;
FIG. 23 is a graphical representation of the "Exclude Routine"
option shown in FIG. 11;
FIG. 24 is a graphical representation of the "LMOS Messages" option
shown in FIG. 11;
FIG. 25 is a graphical representation of the "Pending Search"
option shown in FIG. 11;
FIG. 26 is a graphical representation of a sub-menu for the
"Reports" option shown in bit FIG. 11; and
FIG. 27 is a block diagram showing a non-limiting example for
proactively maintaining the local loop.
DETAILED DESCRIPTION OF THE INVENTION
The present invention particularly relates to methods and systems
of managing proactive maintenance tasks for a telephone system
local loop. One embodiment comprises predicting local loop
proactive maintenance tasks, storing local loop proactive
maintenance tasks, and searching the tasks using at least one
search criteria. The at least one search criteria could include at
least one of Proactive Maintenance Application number, Trouble
Ticket Number, area code, status, Wire Center, district, manager,
and supervisor. The at least one search criteria could also include
at least one of technician, date, address, description, technician
narrative, disposition code, priority, intermediate status code,
work code, authorization, cable, and line pair.
The embodiment also permits sorting and editing the local loop
proactive maintenance tasks. The tasks may be sorted using at least
one sort criteria. The at least one sort criteria could include at
least one of Proactive Maintenance Application number, Trouble
Ticket Number, area code, status, Wire Center, district, manager,
and supervisor. The at least one sort criteria could also include
at least one of technician, date, address, priority, status code,
work code, and authorization. The embodiment may further comprise
editing the local loop proactive maintenance tasks using at least
one edit criteria, the edit criteria including at least one of wire
center, district, priority, date, work code, manager, supervisor,
technician, maintenance center, authorization, address, and work
description.
The embodiment also permits additional management tasks. The
embodiment may acquire cable and line pair information associated
with the local loop proactive maintenance tasks. The embodiment may
permit adding additional local loop proactive maintenance tasks to
the stored tasks, and the embodiment may permit deleting stored
local loop proactive maintenance tasks. The embodiment may also
allow excluding stored local loop proactive maintenance tasks. The
embodiment may comprise communicating with a communications network
and acquiring information associated with a Loop Maintenance
Operating System. The embodiment may comprise searching pending
proactive maintenance tasks and generating summary reports
describing the local loop proactive maintenance tasks. The
embodiment may further comprise generating and dispatching work
order information describing the local loop proactive maintenance
tasks.
Another embodiment comprises a system configured for predicting
proactive maintenance of a telephone system local loop. The system
comprises at least one of a Dynamic Network Analyzer module and a
Loop Facilities and Control System module. The Dynamic Network
Analyzer module communicates with a communications network and
acquires information associated with a Dynamic Network Analyzer.
The Loop Facilities and Control System module communicates with the
communications network and acquires information associated with a
Loop Facilities and Control System. A database is stored in memory,
and the database stores the acquired information. A processor is
capable of processing information stored in the database and of
generating predicted proactive maintenance. A Utilities module
manages the predicted proactive maintenance.
Still another embodiment describes a computer program product for
proactively maintaining a telephone system. This computer program
product comprises a computer-readable medium, and a Utilities
module is stored on the medium. The Utilities module manages local
loop proactive maintenance tasks. This computer program product may
also comprise a Dynamic Network Analyzer module stored on the
medium. The Dynamic Network Analyzer module couples to a Dynamic
Network Analyzer over a communications network. The Dynamic Network
Analyzer module acquires information associated with the Dynamic
Network Analyzer. The computer program product may also comprise a
Loop Facilities and Control System module stored on the medium. The
Loop Facilities and Control System module couples to a Loop
Facilities and Control System over a communications network. The
Loop Facilities and Control System module acquires information
associated with the Loop Facilities and Control System.
"Proactive maintenance" predicts what maintenance procedures should
be performed to avoid later, catastrophic equipment failures. The
objective is to predict and perform equipment maintenance before
the equipment actually begins to fail. The systems and methods
described herein can be utilized to acquire information
representing many different departments, disciplines, and
operations. All this information may then be used to predict the
early stages of equipment failure. The systems and methods thus
allow engineers and field technicians to correct early-stage
failures before the normal progression of failure starts. The,
systems and methods of the present invention may advantageously be
used to determine the need for equipment repair, or for equipment
replacement, in time to avoid more catastrophic equipment
failures.
FIGS. 1 and 2 depict a possible operating environment for an
embodiment of the present invention in computer software. This
embodiment of a Proactive Maintenance Application 20 comprises a
computer program that acquires information and predicts proactive
maintenance. As those skilled in the art of computer programming
recognize, computer programs are depicted as process and symbolic
representations of computer operations. Computer components, such
as a central processor, memory devices, and display devices,
execute these computer operations. The computer operations include
manipulation of data bits by the central processor, and the memory
devices maintain the data bits in data structures. The process and
symbolic representations are understood, by those skilled in the
art of computer programming, to convey the discoveries in the
art.
FIG. 1 is a block diagram showing the Proactive Maintenance
Application 20 residing in a computer system 22. The Proactive
Maintenance Application 20 may be stored within a system memory
device 24. The computer system 22 also has a central processor 26
executing an operating system 28. The operating system 28 also
resides within the system memory device 24. The operating system
28, as is well known, has a set of instructions that control the
internal functions of the computer system 22. A system bus 30
communicates signals, such as data signals, control signals, and
address signals, between the central processor 26, the system
memory device 24, and at least one peripheral port 32. While the
computer system 22 is a Hewlett Packard 9000, those of ordinary
skill in the art understand that the program, processes, methods,
and systems described in this patent are not limited to any
particular computer system or computer hardware.
Those skilled in art also understand the central processor 26 is
typically a microprocessor. Advanced Micro Devices, Inc., for
example, manufactures a full line of ATHLON.TM. microprocessors
(ATHLON.TM. is a trademark of Advanced Micro Devices, Inc., One AMD
Place, P.O. Box 3453, Sunnyvale, Calif. 94088-3453, 408.732.2400,
800.538.8450). The Intel Corporation also manufactures a family of
X86 and P86 microprocessors (Intel Corporation, 2200 Mission
College Blvd., Santa Clara, Calif. 95052-8119, 408.765.8080). Other
microprocessor manufactures include Motorola, Inc. (1303 East
Algonquin Road, P.O. Box A3309 Schaumburg, IL 60196), International
Business Machines Corp. (New Orchard Road, Armonk, N.Y. 10504,
(914) 499-1900), and Transmeta Corp. (3940 Freedom Circle, Santa
Clara, Calif. 95054). While only one microprocessor is shown, those
skilled in the art also recognize multiple processors may be
utilized. Those of ordinary skill in the art further understand
that the program, processes, methods, and systems described in this
patent are not limited to any particular manufacture's central
processor.
The system memory 24 also contains an application program 34 and a
Basic Input/Output System (BIOS) program 36. The application
program 34 cooperates with the operating system 28 and with the at
least one peripheral port 32 to provide a Graphical User Interface
(GUI) 38. The Graphical User Interface 38 is typically a
combination of signals communicated along a keyboard port 40, a
monitor port 42, a mouse port 44, and one or more drive ports 46.
The Basic Input/Output System 36, as is well known in the art,
interprets requests from the operating system 28. The Basic
Input/Output System 36 then interfaces with the keyboard port 40,
the monitor port 42, the mouse port 44, and the drive ports 46 to
execute the request.
The operating system 28 is WINDOWS NT.RTM. (WINDOWS NT.RTM. is a
registered trademark of Microsoft Corporation, One Microsoft Way,
Redmond Wash. 98052-6399, 425.882.8080). WINDOWS NT.RTM. is
preinstalled in the system memory device 24 on the Hewlett Packard
500. Those skilled in the art also recognize many other operating
systems are suitable, such as UNIX.RTM.) (UNIX.RTM. is a registered
trademark of the Open Source Group), Linux, and Mac.RTM. OS
(Mac.RTM. is a registered trademark of Apple Computer, Inc., 1
Infinite Loop, Cupertino, Calif. 95014, 408.996.1010. Those of
skilled in the art again understand that the program, processes,
methods, and systems described in this patent are not limited to
any particular operating system.
FIG. 2 is a block diagram of a communications network 48. This
communications network 48 further represents an operating
environment for the Proactive Maintenance Application (shown as
reference numeral 20 in FIG. 1). The Proactive Maintenance
Application resides within the memory storage device (shown as
reference numeral 24 in FIG. 1) in the computer system 22. The
computer system 22 is conveniently shown as a computer server 50
representing the Hewlett Packard 500. The computer system 22
communicates with a Local Area Network (LAN) 52 along one or more
data communication lines 54. As those skilled in the art have long
understood, the Local Area Network 52 is a grid of communication
lines through which information is shared between multiple nodes.
These multiple nodes are conventionally described as network
computers. As those of ordinary skill in the art also recognize,
the Local Area Network 52 may itself communicate with a Wide Area
Network (WAN) 56. The communications network 48 allows the
Proactive Maintenance Application to request and acquire
information from many computers connected to the Local Area Network
52 and the Wide Area Network 56. The communications network 48 may
even communicate with a globally distributed computing network.
As FIG. 2 shows, the Proactive Maintenance Application requests and
acquires information from many other computers connected to the
communications network 48. The Proactive Maintenance Application,
for example, acquires information from a switching computer 58
located within at a telephone system's central office. The
Proactive Maintenance Application could also acquire information
from an engineering computer 60 at an engineering facility. FIG. 2
even shows that remote users, such as field technicians, may use a
portable computer 62 to dial into the communications network 48 and
remotely access the Proactive Maintenance Application. Because many
computers may be connected to the communications network 48,
computers and computers users may share and communicate a vast
amount of information.
FIG. 3 is a block diagram showing one embodiment of the Proactive
Maintenance Application 20. The Proactive Maintenance Application
20 is a computer program platform that acquires information from
the communications network (shown as reference numeral 48 in FIG.
2) and uses this information to predict proactive maintenance
procedures. As FIG. 3 illustrates, the Proactive Maintenance
Application 20 may acquire information representing many different
departments, disciplines, and operations. The Proactive Maintenance
Application 20, for example, may acquire one or more of the
following information types: engineering information 64, customer
information 66, maintenance information 68, service information 70,
and even real-time process information 72. The Proactive
Maintenance Application 20 acquires this information and stores
this information in a Proactive Maintenance Application Database
74. The Proactive Maintenance Application 20 then combines the
acquired information, for example, the engineering information 64,
customer information 66, maintenance information 68, service
information 70, and/or real-time process information 72, to predict
and to prioritize proactive maintenance procedures. The Proactive
Maintenance Application 20 may further assign weights to each
source of information to increase or decrease the influence of
either combined component.
The engineering information 64 may represent various engineering
activities. The engineering information 64, for example, could
represent component or system durability test results, model shop
equipment errors, or CAD/CAM dimensions and/or tolerances. The
engineering information 64 may also represent component or system
performance data, material specifications, or even government
regulations. Any engineering-type information that could be used to
predict proactive maintenance is considered within the ambit of the
engineering information 64.
The customer information 66 may represent various customer
activities. The customer information 66, for example, may represent
actual customer purchasing preferences, marketing data, or customer
product or process improvement suggestions. The customer
information 66 may also represent customer demographic data,
customer order information, or even customer profiles. Any
customer-type information that could be used to predict proactive
maintenance is considered within the ambit of the customer
information 66.
The maintenance information 68 may represent various maintenance
activities. The maintenance information 68, for example, may
represent component replacement history, system or process
performance history, or equipment repair history. The maintenance
information 68 may also represent process measurement data,
statistical process control data, maintenance logs, and even
technician data. Any maintenance-type information that could be
used to predict proactive maintenance is considered within the
ambit of the maintenance information 68.
The service information 70 may represent various service
activities. The service information 70, for example, may represent
warranty information, unique or special service tooling
information, limitations encountered during service repairs, or
obstacles encountered during service repairs. The service
information 70 may also represent field conditions (e.g.,
temperature, humidity, dust, and dirt), availability of original
equipment manufacture (OEM) service parts, or even failure data.
Any service-type information that could be used to predict
proactive maintenance is considered within the ambit of the service
information 70.
The real-time process information 72 may represent various process
activities. The real-time process information 72, for example, may
represent equipment wear indicators, gauge data, or process data
(e.g., mold temperature data, cleaning/washing fluid turbidity
data, or machine speed data). The real-time process information 72
may also represent re-work information, shift production data, or
even line shut-down indicators. Any process-type information that
could be used to predict proactive maintenance is considered within
the ambit of the real-time process information 72.
The Proactive Maintenance Application 20 may even dispatch work
orders. Once the Proactive Maintenance Application 20 predicts and
prioritizes the proactive maintenance procedures, the Proactive
Maintenance Application 20 then interfaces with a technician
dispatch system 76 to create and dispatch work orders. These work
orders describe the proactive maintenance procedures that should be
performed. The Proactive Maintenance Application 20 may even assign
the work orders to a particular technician. The technician receives
the work orders and performs the predicted proactive maintenance
procedures,
Those of ordinary skill, and even unskilled, in the art recognize
the Proactive Maintenance Application 20 is applicable to many
different environments, industries, and processes. The Proactive
Maintenance Application 20 is especially applicable to the Public
Switched Telephone Network. The Public Switched Telephone Network
(PSTN) is composed of many switches and thousands of copper cables,
copper wires, and fiber optic cables. These copper and fiber optic
cables are often buried underground, strung from telephone poles,
and tucked within the walls of buildings. Because these cables may
deteriorate at approximately twelve percent (12%) to fifteen
percent (15%) per year, the local telephone carrier needs to
proactively maintain the system to provide quality telephone
service. If the system is not adequately maintained, customer
complaints increase, quality suffers, and costs increase.
Another reason to implement the Proactive Maintenance Application
is local telephone competition. Where local telephone service was
once a monopoly, competition is now coming to the local arena.
There will be a mix of copper cables, trunks, switches, and
services provided by each local carrier. See ROBERT A. GABLE,
TELECOMMUNICATIONS DEPARTMENT MANAGEMENT 232 (1999). Perhaps the
most challenging aspect of this local competition is managing the
local telephone system. See id. Local telephone service providers
must maintain a meticulously accurate database of their respective
cables and switches. No telephone company can afford to repair and
maintain another company's cables and switches. The Proactive
Maintenance Application 20 could improve a local service provider's
competitive position by mechanizing maintenance procedures.
FIGS. 4A and 4B illustrate the need for proactive maintenance of
the Public Switched Telephone Network. FIG. 4A is a diagram
illustrating a local loop 78 of the Public Switched Telephone
Network. The local loop 78 is the physical infrastructure that
routes telephone calls between customers. A residential telephone
customer, for example, places a call using terminal equipment 80
located inside a house 82. While FIG. 4A shows the terminal
equipment 80 as a common telephone, the terminal equipment 80 could
alternatively be a facsimile machine, personal computer modem, or
other similar equipment. The terminal equipment 80 converts sound
into electrical signals. The electrical signals travel along a
copper line pair 84 to a small cross-connect 86. The small
cross-connect 86 is shown located atop a utility pole 88, but the
small cross-connect 86 could be located at ground level in newer
installations. A distribution cable 90 carries the electrical
signals from the small cross-connect 86 to a large cross-connect
92. A feeder cable 94 carries the electrical signals to a central
office 96. Inside the central office is a main frame switch 98. The
main frame switch 98 routes the electrical signals to the proper
destination. See RICHARD A. THOMPSON, TELEPHONE SWITCHING SYSTEMS
71-72 (2000).
FIG. 4B shows the central office 96 may serve multiple local loops.
While FIG. 4A shows only one (1) feeder cable 94, FIG. 4B shows
that the central office 96 may serve multiple feeder cables. Each
feeder cable 94 may carry thousands of copper line pairs to each
respective large cross-connect 92. Each feeder cable 94, therefore,
serves a different part of the community. Each large cross-connect
92, in turn, may serve as a distribution point for many small
cross-connects 86. Each small cross-connect 86, in turn, serves
many residential households 82. There may, in turn, be multiple
central offices, with each central office 96 connected by a trunk
line 100. See THOMPSON, supra, at 71. The complexity of the Public
Switched Telephone Network is further magnified knowing there are
approximately forty thousand (40,000) central offices located
throughout the United States. See THOMPSON, supra, at 95. Such a
complex system, with billions of copper line pairs and fiber optic
cables, requires a meticulously detailed, logical, to and simple
maintenance system to ensure quality telephone service.
The Proactive Maintenance Application 20, therefore, is very useful
for proactively maintaining the local loop of Public Switched
Telephone Network. FIG. 5 is a block diagram showing an alternative
embodiment of the Proactive Maintenance Application 20. This
alternative embodiment is configured for proactively maintaining
the local loop (shown as reference numeral 78 in FIG. 4A). The
proactive Maintenance Application Database 74 interfaces with other
modules to predict and manage proactive maintenance. These modules
include an Administrative Module 102, a Dynamic Network Analyzer
Module 104, a Loop Facilities and Control System Module 106, a
Technician Dispatch Module 108, and a Utilities Module 110. A Loop
Engineering Information System module may also be included as shown
and as described in U.S. patent application Ser. No. 09/726,751,
filed concurrently herewith, titled "Proactive Maintenance
Application" and incorporated herein by reference in its entirety.
The Proactive Maintenance Application Database 74, in addition,
accepts manually-entered supervisor data 112 and manually-entered
technician data 114. Each module and data input provides
information for predicting and for managing proactive maintenance
procedures. The Proactive Maintenance Application Database 74
acquires and combines all this information. The Proactive
Maintenance Application Database 74 predicts, based upon the
combined information, what proactive maintenance procedures should
be performed to maintain the local loop. The Proactive Maintenance
Application Database 74 prioritizes these proactive maintenance
procedures. The Proactive Maintenance Application Database then
interfaces with the Technician Dispatch Module 108 to generate and
to dispatch proactive maintenance work orders. These proactive
maintenance work orders are assigned to filed service technicians,
and the field service technicians perform the predicted proactive
maintenance procedures.
The Proactive Maintenance Application 20 may also track the status
of work orders. Not only does the Proactive Maintenance Application
20 prioritize work orders, but the Proactive Maintenance
Application 20 also receives progress updates. Users of the
Proactive Maintenance Application 20 can learn the date a work
order was (or will be) dispatched, the name of any assigned field
technician, and whether the field technician has completed the work
order. The field technician may even update the Proactive
Maintenance Application 20 with progress reports, estimated
completion time and date, any needed equipment, or any required
support.
The Proactive Maintenance Application 20 thus provides a common
repository or database of pending and assigned work orders for all
users to access and use.
The Proactive Maintenance Application 20 may also provide
historical work order information. Because the Proactive
Maintenance Application 20 stores all generated work orders, the
Proactive Maintenance Application 20 provides an easy and quick
access to historical work order information. The Proactive
Maintenance Application 20, for example, could be searched to learn
how many times a particular crossconnect has been serviced, how
frequently a particular customer's line has been repaired, or what
areas are especially prone to repair. This historical information
enables the Proactive Maintenance Application 20, and the users of
Proactive Maintenance Application 20, to improve proactive
maintenance and to thus improve telephone service.
The Proactive Maintenance Application 20 may be physically embodied
on or in a computer-readable medium. This computer-readable medium
includes CD-ROM, DVD, tape, cassette, floppy disk, memory card, and
a large-capacity disk (such as IOMEGA.RTM. ZIP.RTM., JAZZ.RTM., and
other large-capacity memory products) (IOMEGA.RTM., ZIP.RTM., and
JAZZ.RTM. are registered trademarks of Iomega Corporation, 1821 W.
Iomega Way, Roy, Utah 84067, 801.332.1000). This computer-readable
medium, or media, could be distributed to end-users, licensees, and
assignees. These types of computer readable media, and other types
not mentioned here but considered within the scope of the present
invention, allow the Proactive Maintenance Application to be easily
disseminated.
A computer program product for proactively maintaining a telephone
system may comprise the computer-readable medium and one or more
modules. This computer program product comprises a
computer-readable medium, and the Dynamic Network Analyzer module
104 is stored on the medium. The Dynamic Network Analyzer module
104 couples to a Dynamic Network Analyzer over the communications
network. The Dynamic Network Analyzer module 104 acquires
information associated with the Dynamic Network Analyzer. The
computer program product may also comprise the Loop Facilities and
Control System module 106 stored on the medium. The Loop Facilities
and Control System module 106 couples to a Loop Facilities and
Control System over a communications network. The Loop Facilities
and Control System module acquires information associated with the
Loop Facilities and Control System. The Utilities module 110 is
also stored on the medium. The Utilities module 110 manages local
loop proactive maintenance tasks.
The Administrative Module 102
The Administrative Module 102 provides system administration. A
systems administrator uses the Administrative Module 102 to
maintain and to manage the Proactive Maintenance Application 20.
The systems administrator can use the Administrative Module 102 to
establish and define many parameters that the Proactive Maintenance
Application 20 requires. The Administrative Module 102, for
example, defines the users of the Proactive Maintenance Application
20, their passwords, and what privileges each user will have. The
Administrative Module 102 may also be used to define security
levels for accessing the Proactive Maintenance Application 20. One
level of security, for example, may be established for those users
accessing the Proactive Maintenance Application 20 from outside a
network firewall. Another level of security could be established
for those users accessing from within the network firewall. The
Administrative Module 102 may also be used to add or remove printer
destinations or even edit printer information. Field supervisors
may also use the Administrative Module 102 to identify field
service technicians who will be assigned proactive maintenance work
orders. The Administrative Module 102, in short, manages the
Proactive Maintenance Application 20 and pre-populates any
administrative data required by other interfaces.
The Dynamic Network Analyzer Module 104
FIG. 6 is a block diagram of the Dynamic Network Analyzer Module
104 shown in FIG. 5. The Dynamic Network Analyzer Module 104
provides historical information to the Proactive Maintenance
Application Database 74. The Dynamic Network Analyzer Module 104
communicates with the communications network (shown as reference
numeral 48 in FIG. 2) and acquires Dynamic Network Analyzer
information 116 from a Dynamic Network Analyzer 118. The Dynamic
Network Analyzer 118 is a software application that counts all
customer trouble reports since a specific work order was-issued or
completed. These trouble reports, commonly referred to as Trouble
Since Issued (TSI) reports, are utilized to re-prioritize open work
orders on a daily basis. Each Trouble Since Issued report is
associated with a particular feeder cable (shown as reference
numeral 94 in FIGS. 4A and 4B) and a particular copper line pair
within that feeder cable. The Dynamic Network Analyzer 118, for
example, is typically run every week. The Dynamic Network Analyzer
118 generates a listing of what maintenance needs to be done based
upon trouble history from customer trouble reports. The Dynamic
Network Analyzer Module 104 communicates with the communications
network and acquires the Dynamic Network Analyzer information 116
as an ASCII file. The Proactive Maintenance Application Database 74
acquires this ASCII file to create and prioritize maintenance work
orders. The Proactive Maintenance Application Database 74 then
interfaces with the Technician Dispatch Module 108 to generate and
dispatch proactive maintenance work orders.
The Loop Facilities and Control System Module 106
FIG. 7 is a block diagram of the Loop Facilities and Control System
Module 106 shown in FIG. 5. The Loop Facilities and Control System
Module 106 communicates with the communications network (shown as
reference numeral 48 in FIG. 2) and acquires Pending Service Order
Information 120 from a Loop Facilities and Control System 122. The
Loop Facilities and Control System 122 maintains an engineering
database of pending service orders. The Loop Facilities and Control
System 122 provides the status of each copper line pair in a
specified feeder cable (shown as reference numeral 94 in FIGS. 4A
and 4B) associated with pending service orders. Pending service
orders are conventionally written up manually and distributed from
management down to the technician. This conventional distribution
process is extremely slow, often requiring several weeks. The Loop
Facilities and Control System Module 106, however, acquires the
pending service order information 120 and merges the pending
service order information 120 into a proactive maintenance work
order. The Proactive Maintenance Application Database 74 then
interfaces with the Technician Dispatch Module 108 to generate and
dispatch proactive maintenance work orders. The field technician
can complete both a proactive maintenance work order and a pending
service order. The Proactive Maintenance Application 20 thus
eliminates the manual paper trail and eliminates the very slow
conventional process.
The Proactive Maintenance Application 20 also permits the
technician supervisor to immediately update the Loop Facilities and
Control System 122. Once the technician supervisor assigns a
particular technician, the technician supervisor can email the
pending service order information 120 directly to the field
technician. The technician supervisor could alternatively generate
the pending service order information 120 to the field technician's
computer printer. The field technician receives the pending service
order information 120, completes the service order, and returns the
completed service order to the technician supervisor. The
technician supervisor can then immediately log into the Proactive
Maintenance Application 20 and manually update the system with the
completed service order. This manually-entered supervisor data 112
is acquired by the Proactive Maintenance Application 20. The
Proactive Maintenance Application 20 immediately communicates
completed service order information 124 to the Loop Facilities and
Control System Module 106. The Loop Facilities and Control System
Module 106 communicates this completed service order information
124 to the Loop Facilities and Control System 122. The Loop
Facilities and Control System 122 is immediately and automatically
updated with any completed service orders.
The Proactive Maintenance Application 20 is a great improvement.
Pending service orders with clear defective pairs were previously
manually written and distributed from management down to the
technician. Any pending service order could take weeks to funnel
from central management down to the actual field technician. The
Proactive Maintenance Application 20, however, compresses the time
to complete a pending service order. The Proactive Maintenance
Application 20 can now issue a pending service order in minutes.
The Proactive Maintenance Application 20 also immediately and
automatically updates the Loop Facilities and Control System 122
database of pending service orders. Thus whenever a pending service
order is completed, the local telephone service provider knows
within minutes that a copper line pair is available for use. The
now-available copper line pair is ready to provide telephone
service and to generate revenue for the local telephone service
provider. The Proactive Maintenance Application 20, therefore,
reduces service order response times, improves utilization of
copper line pairs, and increases operational revenues.
FIG. 8 is a functional block diagram of an alternate embodiment of
the Loop Facilities and Control System Module 106 shown in FIG. 5.
This alternate embodiment allows the field technician to log onto
into the Proactive Maintenance Application 20 and manually update
the Proactive Maintenance Application 20 with a completed service
order. This manually-entered technician data 114 is acquired by the
Proactive Maintenance Application Database 74. The Proactive
Maintenance Application Database 74 immediately passes the
completed service order information 124 to the Loop Facilities and
Control System Module 106. The Loop Facilities and Control System
Module 106 sends this completed service order information 124 to
the Loop Facilities and Control System 122. This embodiment allows
the field technician to update the Loop Facilities and Control
System 122 without supervisor effort.
The Technician Dispatch Module 108
FIG. 9 is a functional block diagram of the Technician Dispatch
Module 108 shown in FIG. 5. The Technician Dispatch Module 108 not
only dispatches proactive maintenance work orders, but the
Technician Dispatch Module 108 also tracks field technician
proficiencies. Once the Proactive Maintenance Application 20
generates a proactive maintenance work order, the Technician
Dispatch Module 108 acquires generated proactive maintenance work
order information 126 representing the generated proactive
maintenance work order. The Technician Dispatch Module 108
communicates the generated proactive maintenance work order
information 126 to a Loop Maintenance Operating System 128. The
Loop Maintenance Operating System 128 communicates the generated
proactive maintenance work order information 126 to a Tech Access
System 130. The Tech Access System 130 is one component of the
TELCORDIA.TM. Work and Force Management Suite of products
(TELCORDIA.TM. is a trademark claimed by Telcordia Technologies,
Inc., 445 South St., Morristown, NJ 07960 USA). The Tech Access
System 130 dispatches a work order describing the generated
proactive maintenance work order information 126. The Technician
Dispatch Module 108, in turn, retrieves and communicates work order
information 132 from the Loop Maintenance Operating System 128 to
the Proactive Maintenance Application Database 74, with the work
order information 132 representing a work order ticket number. The
Technician Dispatch Module 108 may also retrieve and communicate
hourly update information 134 from the Loop Maintenance Operating
System 128 to the Proactive Maintenance Application Database 74.
The hourly update information 134 represents the status of each
work order ticket number.
FIG. 10 is a functional block diagram of an alternative embodiment
of the Technician Dispatch Module 108 shown in FIG. 5. This
alternative embodiment allows the Technician Dispatch Module 108 to
directly interface with the Tech Access System 130. The Technician
Dispatch Module 108 communicates the generated proactive
maintenance work order information 126 to the Tech Access System
130. The Tech Access System 130 dispatches a work order describing
the generated proactive maintenance work order information 126. The
Technician Dispatch Module 108, in turn, retrieves and communicates
the work order information 132 to the Proactive Maintenance
Application Database 74. The Tech Access System 130 also
communicates the hourly update information 134 on the status of
each work order ticket number. The Utilities Module 10
The Utilities module (shown as reference numeral 10 in FIG. 5)
manages the proactive maintenance tasks stored in the Proactive
Maintenance Application Database 74. The Utilities module contains
routines that allow a user to search, edit, add, and even delete
records stored in the Proactive Maintenance Application Database
74. The Utilities module, for example, may be used to create new
work order tickets, to manually close work order tickets, to
dispatch work order tickets, and to find and update work order
tickets. Because the Utilities module may be used to create, close,
and even alter work orders, the list of approved users may be
limited or restricted to field supervisors or to specific user
groups.
The Utilities module may be used to issue proactive maintenance
tasks. The Utilities module could be used to perform central office
work or frame activity. The Utilities module may be used to issue a
cable locate request. A user could use the Utilities module to
issue installation work orders, such as placing network access
wires, placing network interfaces, placing cross-connect jumpers,
or placing Digital Loop Carrier cards. The Utilities module could
be used to assign pre-installation work at special events (e.g.,
golf tournaments, football games, the Kentucky Derby). The
Utilities module could also be used to assign post-special event
breakdown work (removing/dismantling equipment installed for
special events). The Utilities module is also used to assign
miscellaneous work, such as cleaning graffiti from terminals or
repairing cut lines at construction sites.
FIG. 11 is a table of available management routines in the
Utilities module. As FIG. 11 shows, a user may search the Proactive
Maintenance Application Database (shown as reference numeral 74 in
FIG. 5) for a specific proactive maintenance work order or a group
of work orders. Users may add new proactive maintenance work orders
or delete existing work orders. A user could even exclude a pending
proactive maintenance work order that has already been dispatched.
Users may view messages from the Loop Maintenance Operating System
(shown as reference numeral 128 in FIG. 9) and conduct a search of
pending proactive maintenance work orders. The Utilities module
also provides various reports formats for generating summary
reports. The user strikes keyboard arrow keys to highlight the
desired option. The inventor anticipates that the "Search Database"
option will be the most frequently used routine, so FIGS. 12-20
will first describe the search option.
FIG. 12 is a graphical representation of "Search Criteria" fields.
The "Search Criteria" fields are obtained by highlighting the
"Search Database" option shown in FIG. 11. All fields need not be
populated. The more fields populated, however, the more selective
and more narrow the search. A short description of the various
fields is below.
PMA Number--a unique number for each proactive maintenance work
order. Because the PMA Number is unique to each proactive
maintenance work order, no other search information is required
when the complete PMA Number is entered. The PMA Number, in the
preferred embodiment, is a nine (9) digit number. The format is
yymmnnnnn, where yy is year, mm is month, and nnnnn is a sequential
number assigned by the Proactive Maintenance Application.
LMOS TTN--a Trouble Ticket Number generated by the Loop Maintenance
Operating System (shown as reference numeral 128 in FIG. 9).
Status--each proactive maintenance task has a status. "Pending"
would indicate the Proactive Maintenance Application has created a
work order, but the work order has not been sent to the Technician
Dispatch Module (shown as reference numeral 108 in FIGS. 5, 9, and
10). "Dispatched" would indicate the work order has been sent to
the Technician Dispatch Module and a Trouble Ticket Number has been
assigned. "Completed" indicates the work order has been completed.
"Excluded" indicates the work order has been excluded from
"pending" status.
Specify Sort Order--allows the user to sort the retrieved data
(this option will be discussed below with reference to FIG.
13).
NPA WC--the area code and Wire Center assigned to proactive
maintenance work orders.
District--a four (4) digit district number assigned to proactive
maintenance work orders.
Manager--the manager responsible for the proactive maintenance
task.
Supervisor--the supervisor responsible for the proactive
maintenance task.
Tech--the assigned-technician's name, employee number, or other
identification.
Work By--the desired date(s) for performing the work order.
Pending--the date(s) the work order is (or was) pending.
Dispatch--the date(s) the proactive maintenance work order was
downloaded to the Technician Dispatch Module.
Complete--the date(s) the work order was completed.
Work Address--search all work orders containing matching character
string for work address.
Work Description--search all work orders containing matching
character string for work description.
FST Narrative--search all work orders containing matching character
string for Field Service Technician's narrative.
Disp Code--standard codes for reporting proactive work
activity.
Priority--ranges from zero (0) to ten (10).
IST--Intermediate Status (IST) code assigned by Technician Dispatch
module. Examples include Bulk Dispatched Out ("BDO"), Delayed
Dispatch Out ("DDO"), Pre-assigned Out ("PAO"), Dispatched Out
("DPO"), Closed in LMOS and PMA ("CLO"), and Pending Dispatch
("PD8").
Work Code--work codes specified by a particular state or
administrator.
Auth #--a number assigned by supervisory groups, such as Proactive
Analysis and Repair and Facilities Analysis and Planning.
Type--these codes are shorthand descriptions of proactive
maintenance jobs. "RTAP," for example, would indicate routine
proactive maintenance for air pressure issues. "RTCALOC" indicates
a cable locate request. "RTCDPL" indicates clear defective pair
lists. Other simple, shorthand codes can be developed to describe
common jobs.
Cable--search by cable.
Pair--search by pair.
FIG. 13 is a graphical representation of "Sort Order" fields. The
"Sort Order" fields are obtained by entering "Y" (for "Yes") in the
"Specify Sort Order" field shown in FIG. 12. This option allows the
user to sort retrieved data. The user uses keyboard arrow keys to
scroll between fields. The user, for example, may enter a "1" to
sort first by "Manager." The user may then scroll and enter a "2"
to sort second by "District." The user can specify as many sort
fields as desired. The Utilities module will then perform sorting
routines as specified by the user.
FIG. 14 is a graphical representation of data from the Proactive
Maintenance Application. Once the user populates the desired
"Search Criteria" fields (shown in FIG. 12), the Utilities module
performs the search routine and sorts the results as specified. The
searched and sorted results are presented as shown in FIG. 14. An
upper portion of the results contains the same fields (and
respective definitions) as shown in FIG. 12. A lower portion of the
results displays unique information for each highlighted proactive
maintenance work order. As a cursor is scrolled from one work order
to another, unique information to each highlighted work order is
presented in the lower portion. A bottom portion of the results
contains additional functions that the user can select.
FIGS. 15-18 are graphical representations further describing the
additional user-selected functions shown in FIG. 14. FIG. 15 is a
graphical representation of the "Notes" function. FIG. 15 shows the
user may view "Notes" annotating each highlighted work order. FIG.
16 is a graphical representation of the "Cable" function. FIG. 16
shows the user may request and receive a list of cable and line
pair counts associated with a work order. FIG. 17 is a graphical
representation of the "Messages" function. FIG. 17 shows the user
may request and receive messages associated with each work order.
The user can thus determine the name of the person creating the
work order, the time the work order was dispatched to a technician,
and the time the work order was completed. Users may also request
and receive messages from the Technician Dispatch module, such as
Loop Maintenance Operating System (LMOS) messages and time stamps.
FIG. 18 is a graphical representation of the "Dispatch" function.
The user highlights the desired work orders and selects the
"Select" option. Once all the desired work orders have been
selected, choosing "Dispatch" then dispatches the selected work
orders to the Technician Dispatch module.
FIG. 19 is a graphical representation of the "Edit" function shown
in FIG. 14. The "Edit" function allows a user to change, update,
add, or delete information used and presented by the Proactive
Maintenance Application. As FIG. 19 shows, when the "Edit" function
is selected, fields that can be user-edited are underscored or
highlighted. Some fields, however, have strict data format
requirements. The Utilities module, therefore, may perform a
validation to ensure any edited fields conform to the format
requirements. If any invalid data is entered in a formatted field,
the Utilities module will display an error message. The Utilities
module will not accept invalid data
FIG. 20 is a graphical representation of the "Print" function shown
in FIG. 14. This function allows the user to print the results to a
designated printer, or the user could email the results to an
account. FIG. 20 shows the user may enter the recipient's email
address or, as the user types, choose from a list of matching
addresses. The user may this type the first letters of the
recipient's name and scroll to highlight the matching
recipient.
Now that the "Search" option is described, the discussion returns
to FIG. 11. FIG. 11 shows a user may additionally choose to
manually add, delete, and exclude work orders in the Proactive
Maintenance Application database (shown as reference numeral 74 in
FIG. 5). FIGS. 21, 22, and 23 further describe the add, delete, and
exclude options.
FIG. 21 is a graphical representation of the "Add Routine" option
shown in FIG. 11. Most of the data fields are the same as that
discussed with reference to the "Search Criteria" fields of FIG.
12. Those fields not previously discussed will be described. A
"yes" in the "Clear Data?" field clears all fields after
transmitting each new manually-added work order. Although the
default is a "yes," changing the default to "no" will retain most
data fields. The "Maintenance Center" field is automatically
populated when the wire center number is entered. A "no" in the
"Pre-Assign" field indicates the manually-added work order is not
pre-assigned, bulked, or delay dispatched to a specific technician.
A "yes" in the "Pre-Assigr" field is the opposite and indicates the
manually-added work order is pre-assigned, bulked, or delay
dispatched to a specific technician. The "Pre-Est" is a required
field and the user must enter an estimated time for the added work
order. The "Additional Tasks" field defaults to "no" unless the
estimated number of hours exceeds eight (8). The "Task" field,
likewise, defaults to (1) unless the estimated number of hours
exceeds eight (8). Once the "Add Routine" data fields have been
entered, the Proactive Maintenance Application assigns a PMA
Number. The assigned PMA Number is shown near the bottom left
corner of FIG. 21.
FIG. 22 is a graphical representation of the "Delete Routine"
option shown in FIG. 11. The "Delete Routine" option allows the
user to delete proactive maintenance work orders that have not been
sent to the Technician Dispatch module (shown as reference numeral
108 in FIGS. 5, 9, and 10). If the proactive maintenance work order
is no longer needed, or aged, or duplicated in another work order,
the user would delete the work order. As FIG. 22 shows, the user
enters the PMA Number to be deleted. The Utilities module then
retrieves work order information matching the PMA Number. The user
is then prompted to verify deletion of the records. If a user tries
to delete a work order created or added by someone else, the
Utilities module could send a message denying such a privilege.
Only a Systems Administrator, as a precaution, would generally have
authorization to delete work orders created by another user.
FIG. 23 is a graphical representation of the "Exclude Routine"
option shown in FIG. 11. The "exclude Routine" allows a user to
exclude work orders that cannot be deleted. Work orders that have
been sent to the Technician Dispatch module (shown as reference
numeral 108 in FIGS. 5, 9, and 10) cannot be deleted, so these
dispatched work orders must be excluded. A user, for example, may
assign three (3) work orders A, B, and C to a field technician. The
user may estimate work order A requires eight (8) hours, work order
B requires four (4) hours, and work order C requires four (4)
hours. If, however, the technician completes all three work orders
in eight (8) hours, work orders B and C are now unnecessary, but,
still queued for completion. Because work orders B and C have been
dispatched to the Technician Dispatch module, work orders B and C
cannot be removed using the "Delete Routine" option (shown and
described in FIG. 22). The "exclude Routine" is then used to remove
work orders B and C. As FIG. 23 shows, the user enters the PMA
Number to be excluded. The Utilities module then retrieves work
order information matching the PMA Number. The user is then
prompted to verify exclusion of the records.
Now that the "Add Routine," "Delete Routine," and "Exclude Routine"
have been described, the discussion again returns to FIG. 11. FIG.
11 shows a user may additionally choose to retrieve "LMOS Messages"
from the Loop Maintenance Operating System and to conduct a
"Pending Search" of pending proactive maintenance work orders.
FIGS. 24 and 25 further describe the "LMOS Messages" option and the
"Pending Search" option.
FIG. 24 is a graphical representation of the "LMOS Messages" option
shown in FIG. 11. This option allows the user to retrieve messages
from the Loop Maintenance Operating System (shown as reference
numeral 128 in FIG. 9). The Proactive Maintenance Application
creates a message indicating the Trouble Ticket Number assigned by
the Loop Maintenance Operating System (the Trouble Ticket Number
was previously described with reference to FIG. 12). The "LMOS
Messages" option allows the user to retrieve the assigned PMA
Number, the time and date the work order was sent to the Technician
Dispatch System, and the name of the user dispatching the work
order. The user, additionally, may retrieve the Trouble Ticket
Number, any associated line records, and the date and time the work
order was completed. As FIG. 24 shows, the user may print or email
the "LMOS Messages" and "find" messages associated with a
particular PMA Number.
FIG. 25 is a graphical representation of the "Pending Search"
option shown in FIG. 11. This option allows the user to search
pending work orders. The user populates as many "Search Criteria"
fields as possible with known information. Most fields, as before,
have been previously described. The "Hour-From & To" field,
however, represents a range of the estimates hours for completing a
work order. A range, for example, of from three (3) to six (6)
hours would return a listing of all pending work orders with an
estimated time to complete of from three (3) to six (6) hours. Once
the user populates the known fields, the Proactive Maintenance
Application retrieves pending work orders matching the search
criteria. The retrieved pending work orders may be presented as
shown in FIG. 14. Those of ordinary skill recognize the results
retrieved from "Pending Search" option may be sorted as shown and
discussed with reference to FIG. 13.
The discussion returns to the "Reports" option shown in FIG. 11.
The "Reports" option allows the user to request a summary of
proactive maintenance work orders using various reporting formats.
FIG. 26 provides a further explanation of the "Reports" option.
FIG. 26 is a graphical representation of a sub-menu for the
"Reports" option. The sub-menu allows the user to request various
reporting summaries for proactive maintenance work orders.
"Address," as described earlier, provides a summary report sorted
by work address. "Job Type" is a summary listing sorted by the type
of maintenance job. "Time" is a summary report sorted by estimated
time, average time, completed time, and any other time measurement
of efficiency or performance. "Usage" provides a summary sorted by
date or by a range of dates. "Completed Routines" is a summary of
proactive maintenance work orders completed on a date or during a
specified range of dates. "Actual Time Summary" is a report of each
technician's completed proactive maintenance tasks during a range
of dates, including the estimated time for the job and the actual
time for completion. The "Creator of Routine Tickets" selection is
a summary report listing the person creating the work order, the
person's title, the person's employee number, and the PMA Number.
"Craft Work Summary" lists the technician number, manager,
supervisor, Trouble Ticket Number, line records, dispatch date and
time, and completion date and time.
EXAMPLE
The Proactive Maintenance Application 20 is further illustrated by
the following non-limiting example. FIG. 27 is a block diagram
showing this particular non-limiting example is further configured
for proactively maintaining the local loop (shown as reference
numeral 78 in FIG. 4A). This non-limiting example is similar to
that shown in FIG. 5, however, this example allows the Proactive
Maintenance Application Database 74 to be accessed by several user
groups. These user groups include a Proactive Analysis and Repair
Center 136, a Facilities Analysis and Planning Center 138, a
Service Advocate Center 140, a Work Management Center 142, an
Address Facilities Inventory Group 144, Outside Plant Engineers
146, and a Facilities Work Group 148. These user groups have
authority to access some or all information stored in the Proactive
Maintenance Application Database 74. Some user groups may even have
authority to alter information stored in the Proactive Maintenance
Application Database 74. The Proactive Analysis and Repair Center
136, for example, has authority to alter the Dynamic Network
Analyzer information 116 (shown as reference numeral 116 in FIG.
6). The Facilities Analysis and Planning Center 138, likewise, has
authority to assign in bulk any repairs to copper line pairs. The
Systems Administrator may authorize as many groups as desired to
access and even alter information stored in the Proactive
Maintenance Application 20. The Proactive Maintenance Application
20 thus allows dedicated groups to monitor corporate-wide proactive
maintenance. This corporate-wide monitoring ensures the local loop
is proactively and uniformly maintained in all states and
regions.
Once information is acquired and stored in the Proactive
Maintenance Application Database 74, the Proactive Maintenance
Application 20 prioritizes proactive maintenance procedures. The
Proactive Maintenance Application 20 uses weighted formulas to
prioritize proactive maintenance work orders. The weighted formulas
predict proactive maintenance for Predictor indications, copper
line pair changes, predict proactive maintenance for Dynamic
Network Analyzer work orders, and predict proactive maintenance
bulk copper line pair recovery. The following paragraphs describe
each formula and its associated terms.
A weighted formula for predicting proactive maintenance using
Predictor trends is first described. As those of ordinary skill
recognize, Predictor is a computer program that collects nightly
switch information. A Predictor module communicates with the
communications network and acquires this nightly switch
information. The Proactive Maintenance Application uses this
nightly switch information to predict proactive maintenance based
upon the Predictor trends. The nightly switch information may also
be used by the Dynamic Network Analyzer module to predict proactive
maintenance and to indicate TSI's since a work order was created
and dispatched. The formula ##EQU1##
has both weighting variables and terms. The weighting variables are
W.sub.1, W.sub.2, W.sub.3, W.sub.4, and W.sub.5, while the terms
are FEF0, FEF1, FEF0SI, and FEF1SI. The terms "number of defective
line pairs" and "Time per task for Predictor packages" are
self-evident to those of ordinary skill and will not be further
described. The weighting variables will be later shown and
described in a table.
As those of ordinary skill recognize, the terms are common
telephony disposition codes. FEF0, for example, indicates a foreign
electromotive force was found on the customer's line. A foreign
electromotive force may be discovered during a mechanized loop
test. FEF1 indicates a battery is present on the F1 facility or the
facilities leaving the central office. FEF0SI indicates a foreign
electromotive force since a work order was issued. FEF1SI,
likewise, indicates a battery is present since a work order was
issued.
A weighted formula for predicting copper line pair changes is next
described. The formula is ##EQU2##
where A=W.sub.6 (Code 4)+W.sub.7 (Code 7)+W.sub.8 (Code 9)+W.sub.9
(Predictor) and
B=W.sub.10 (number of defective line pairs)+W.sub.11
(TSI4)+W.sub.12 (TSI7)+W.sub.13 (TSI9).
The formula, as above, has both weighting variables and terms. The
weighting variables are W.sub.6, W.sub.7, W.sub.8, W.sub.11,
W.sub.12, and W.sub.13, while the terms are Code 4, Code 7, Code 9,
TSI4, TSI7, and TSI9. The terms "number of defective line pairs"
and "time per task for a pair change" are self-evident to those of
ordinary skill and will not be further described. The weighting
variables will be later shown and described in a table.
The terms, again, are common telephony disposition codes. Code 4
applies to all troubles found in cables, cable terminals,
amplifiers, line wire, load coils and protection, field-located
concentrators, field-located carrier equipment, and field-located
loop electronics. Code 4 also includes trouble reports resulting
from a failure of the outside local loop equipment. Code 7 applies
to those trouble reports that are tested and verified without
dispatching a field technician. Code 7 indicates a trouble report
was tested/retested and verified as corrected, either manually or
mechanically, so no dispatch is required. Code 7 would include
customers who verify their equipment is properly working before a
mechanical or manual test is conducted. Code 9 applies when a
dispatched field technician cannot locate a root cause of the
trouble. Code 9 includes trouble reports referred first to central
office forces, but subsequently, dispatched to outside forces.
As those of ordinary skill also understand, the TSI terms indicate
Trouble Since Issued (hence "TSI") dispositions. The Trouble Since
Issued dispositions (as previously explained with reference to FIG.
6) applies to trouble received after the proactive maintenance work
orders have been developed, but, not dispatched. TSI4, for example,
indicates Code 4 trouble was received after the proactive
maintenance work order was predicted. TSI7 and TSI9, similarly,
indicate Code 7 trouble or Code 9 trouble, respectively, was
received.
A weighted formula for predicting Dynamic Network Analyzer
proactive maintenance is next described. The formula is
##EQU3##
where C=W.sub.14 (Code 4)+W.sub.15 (Code 7)+W.sub.16 (Code
9)+W.sub.17 (Predictor) and
D=W.sub.18 (number of defective line pairs)+W.sub.19
(TSI4)+W.sub.20 (TSI7)+W.sub.21 (TSI9).
The terms Code 4, Code 7, Code 9, TSI4, TSI7, and TSI9 are the same
as described above. The terms "number of defective line pairs" and
"time per task for Dynamic Network Analyzer work order" are
self-evident to those of ordinary skill and will not be further
described. The weighting variables will be later shown and
described in a table.
A weighted formula for predicting bulk copper line pair recovery is
next described. The formula is ##EQU4##
The term "growth" is the increase in loop activity created by
requests for new service and for new customers. The terms "number
of defective line pairs," "number of spare line pairs," and "time
per task for bulk pair recovery" are again self-evident to those of
ordinary skill and will not be further described. The weighting
variables are shown and described below.
The weighting variables are chosen based upon field experience. As
those of ordinary skill recognize, the weighting variables are used
to adjust predicted results. The predicted results are compared
with actual field results. The weighting variables are then
adjusted until the predicted results closely approximate actual
field results. As those of ordinary skill also recognize, the
weighting variables may be continually refined to improve predicted
work order results. The table below shows the values of the
weighting variables used in the non-limiting example. These
weighting variables were selected based upon the actual results of
170 predicted work orders.
Weighting Variable Value W.sub.1 0.89 W.sub.2 0.50 W.sub.3 5.90
W.sub.4 0.89 W.sub.5 0.50 W.sub.6 0.24 W.sub.7 0.24 W.sub.8 0.24
W.sub.9 9.20 W.sub.10 1.60 W.sub.11 0.54 W.sub.12 0.24 W.sub.13
0.24 W.sub.14 0.18 W.sub.15 0.18 W.sub.16 0.45 W.sub.17 13.4
W.sub.18 0.18 W.sub.19 0.90 W.sub.20 0.18 W.sub.21 0.45 W.sub.22
0.08
While the present invention has been described with respect to
various features, aspects, and embodiments, those skilled and
unskilled in the art will recognize the invention is not so
limited. Other variations, modifications, and alternative
embodiments may be made without departing from the spirit and scope
of the present invention.
* * * * *